Field notes on doing support well
Playbooks on deflection, SLA design, CSAT and AI-assisted replies, written by the team building GetSupportX.
AI-native support: what it actually means (and what it doesn't)
Everyone says they have AI now. Here's how to tell bolt-on AI from support that was designed around it — and why the difference shows up in your CSAT.
Read articleFirst-response time is the metric that quietly moves CSAT
Resolution time gets the attention, but first-response time is what customers actually feel. Here's how to cut it without burning out your team.
Read articleAll-in-one vs. best-of-breed: choosing your support stack
Five tools or one platform? The trade-offs aren't what you think. A practical framework for deciding what to consolidate.
Read articleHow to build a knowledge base that actually deflects tickets
A help center is only worth it if it reduces volume. Here's the content strategy and the in-product placement that make deflection real.
Read articleScaling support without scaling headcount
Volume grows faster than budget. The teams that stay sane lean on automation, deflection and AI — in that order.
Read articleMigrating help desks without the pain (a checklist)
Switching support tools sounds terrifying. It doesn't have to be. A field-tested checklist for a clean cutover.
Read articlePut these playbooks to work
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